금융권 챗봇서비스의 사용자 수용의도에 영향을 미치는 요인: 금융업종별 비교분석

This study identified factors that influence users' acceptance of financial chatbot services using the Extended Technology Acceptance Model(TAM). A total of 157 people were surveyed to analyze how the system properties of chatbots, such as response accuracy, social presence, risklessness, and other major variables in the technology acceptance model such as perceived usefulness, perceived ease, and perceived playfulness. The survey found that response accuracy, which means the extent to which chatbot services in the financial sector recognize users' requests, plays a significant role in increasing perceived usefulness and perceived ease. The more accurately the chatbot service in the financial sector recognizes the users' requests, the more users feel that the information provided by the chatbot service in the financial sector is not only useful but also easy to use. In addition, for banking services, chatbot's response accuracy rate was particularly high. This suggests that bank chatbots, which are frequently asked about money transactions, should focus more on response accuracy. This study is expected to be used as a meaningful data to predict the use and spread of financial chatbot services, which are drawing attention in the rapidly changing era of digital transformation.